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Tensions in digital servitization through a paradox lens
Stockholm University, Faculty of Social Sciences, Stockholm Business School.ORCID iD: 0000-0002-5558-9014
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2022 (English)In: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062, Vol. 102, p. 438-450Article in journal (Refereed) Published
Abstract [en]

Two of the most disruptive changes in today's business markets are servitization and digitalization. Their increasing convergence into digital servitization leads to tensions both within and between organizations. The authors investigate such intra- and interorganizational tensions by applying a paradox theory lens. The study draws on 56 depth interviews and multiple site visits from two cases in the aerospace and maritime industries. Linked to the paradoxes of organizing, learning, belonging, and performing, eight tensions emerge from the findings. The intra-organizational tensions include digitally enabled control, digital upkeep, professional identity, and performance priorities. In turn, the interorganizational tensions comprise platform-based coopetition, information superabundance, organizational identity, and data utilization. For practitioners working with digital services, this study suggests an audit of tensions to inform continued formulations of a mitigation strategy.

Place, publisher, year, edition, pages
2022. Vol. 102, p. 438-450
Keywords [en]
Business network, Digital servitization, Digital transformation, Digitalization, Paradox theory, Tensions
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:su:diva-204912DOI: 10.1016/j.indmarman.2022.02.010ISI: 000820328700026Scopus ID: 2-s2.0-85124810240OAI: oai:DiVA.org:su-204912DiVA, id: diva2:1661731
Available from: 2022-05-30 Created: 2022-05-30 Last updated: 2022-08-24Bibliographically approved

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Sörhammar, David

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